JackpotCity Casino - Player's account has been closed without explanation.

I am very disheartened by the way I have been treated at Jackpot City. Let me first start by saying I have a long history with the casino. I have deposited into the thousands and even had a nice win in January of this year. I have made plenty of successful withdrawals and a myriad of successful deposits. What has happened lately has me very upset, though, and the days continue to go by and I have not been paid my winnings. 

To begin I played for hours upon hours this past weekend and initiated a withdrawal of just over $600 on December 15. I continued to play the next day and subsequent days and initiated two more withdrawals, one in the amount of just over $100 and the second in just over $200. As it stands I am owed just over $900 in my winnings. I had to wait for all of the withdrawals to sit and then move from pending to processing. Then after three days on December 18 I was informed my account was closed. I was told to provide documentation (which I did within a matter of minutes) and have heard nothing since. I was wrongfully accused of having software on my phone that I was told changes my location and asked to provide an explanation. I have no software on my phone like that and I say this in full confidence because I do not even know what they are referring to. I have no need nor want to distort my location as I live in Pennsylvania and there are plenty of online casinos (all of which I am a member of and have no issues like this with) and I would never want to distort my location. 

As it stands it is the morning of December 20 and I have heard no response and still do not have my funds. This is causing me a hardship as I was expecting to have my winnings in hand and right before Christmas adds to the issue. I would like to see what was it that was detected on my phone. I find it extremely suspicious that there was nothing showing and no issue with me playing for hours and hours and depositing $750 into the casino this last weekend and subsequent days but the moment my deposits were being processed it is then that they close my account and bring this false accusation against me. I would like my account paid out please as requested of my winnings. I would also like an explanation and the issue as to why this would occur and why they would want to damage a relationship with a customer they already have a longstanding history of with? I deposit and play fairly on their site, I expect them to hold their end and pay fairly when winnings occur. I will update this if remedied but as I have heard nothing other than customer service agents telling me I have to "wait the appropriate 24-48 hours," even though that timeframe has come and gone and still I have no funds, I have no other recourse but to warn others.

Dear Pauly3313,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered at JackpotCity, especially given your long history with the casino.

To help us better understand and address your situation, could you kindly provide some additional information?

• Could you confirm if the account closure notice you received on December 18 included any specific reason for the closure, aside from the mention of the software issue on your phone?
• Were you provided with any details or evidence regarding the "software" they referenced? If so, could you share what was stated?
• After you submitted your documentation, did the casino provide you with any acknowledgment or confirmation that they received it?
• Can you confirm the exact amounts of your pending withdrawals and the dates they were requested, as well as the total amount you are currently owed?
• Have you been able to contact the casino since December 20, and if so, what responses have you received from them?

If possible, please forward any relevant communication or documentation to [email protected] for review.

It's important to note that JackpotCity has a No Reaction Policy with us, which means they often do not respond to our attempts to mediate complaints. Given this, while we will try to assist you, it is important to manage expectations as they may not engage with us or resolve the issue directly.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Additional comments from the player:

Hello Petronela,

Below are the answers to your questions. Thank you so much for any help!

·        Could you confirm if the account closure notice you received on December 18 included any specific reason for the closure, aside from the mention of the software issue on your phone? The only issue they cited was the software on my phone was detected even though I do not have any such software on my phone and live in the state of Pennsylvania where I’ve played and withdrawn with them for years. 

·        Were you provided with any details or evidence regarding the "software" they referenced? If so, could you share what was stated? They only indicated in one communication that it was "software that distorts my location" but I have no such thing on my phone and play exclusively on my phone. 

·        After you submitted your documentation, did the casino provide you with any acknowledgment or confirmation that they received it? I submitted the documentation the morning of 12/18 (five minutes after they requested it) I received a response right back indicating they would review and respond within 24-48 hours. I received no response and filed a complaint with them on the evening of the 19th. Last night on the 20th I received a response to my complaint indicating they should have a resolution no later than today (the 21st). I have yet to hear anything. 

·        Can you confirm the exact amounts of your pending withdrawals and the dates they were requested, as well as the total amount you are currently owed? The total amount is $903.67. They locked my account so I cannot see the exact amounts right now but I know the exact total (of which they have confirmed in correspondence to me). One withdrawal was just over $600 on 12/15. The other two occurred on 12/16 with one being just over $100 and the other just over $200 for a total of $903.67. 

·        Have you been able to contact the casino since December 20, and if so, what responses have you received from them? They responded last evening indicating I’d have an update today but so far nothing. 

Thank you!

Dear Pauly3313,

Thank you for providing the detailed information about your situation, and I’m truly sorry to hear about the ongoing issues you’ve faced with JackpotCity. I can understand your frustration, especially given your long history with the casino and the disappointment of not being able to access your winnings.

Based on the information you've shared, it seems there are serious concerns regarding your account and withdrawals, and I do sympathize with your position. However, as mentioned earlier, JackpotCity has a No Reaction Policy with us, meaning that they typically do not respond to our mediation efforts. Despite our attempts to reach out multiple times, we have unfortunately not received any response from them regarding your case.

Given this pattern of behavior, we are compelled to close your complaint as "Unresolved." This will contribute to a decrease in the casino's overall rating, which we hope might prompt them to reassess their approach in the future. It's important to note that JackpotCity has closed more than 10 cases under this "No Reaction Policy," and we have seen this issue persist with multiple complaints from other players.

I understand this is far from an ideal resolution, and I sincerely wish there was more I could do to help. We strictly recommend avoiding JackpotCity Casino based on the repeated lack of engagement and failure to resolve complaints. If they decide to reopen your case or respond to any further communication, please feel free to reach out to us, and we will continue to support you in any way we can.

Thank you for your patience, and I truly hope you find a more suitable platform to resolve any future concerns.

Best regards,

Petronela

Casino.Guru